ITIL Foundation v4 Cert Prep 2 UPDATED
Study Guide QUESTIONS AND
CORRECT ANSWERS
Guiding Principles - CORRECT ANSWERS recommendations that can
guide an organization in all circumstances, regardless of changes in goals,
strategies, type of work, or management structure.
Governance - CORRECT ANSWERS is the means by which an
organization is directed and controlled.
Service Value Chain (SVC) - CORRECT ANSWERS is a set of
interconnected activities that an organization performs in order to deliver a
valuable product or service to its consumers and to facilitate value realization.
Practices - CORRECT ANSWERS sets of organizational resources
designed for performing work or accomplishing an objective.
Continual Improvement - CORRECT ANSWERS is a recurring
organizational activity performed at all levels to ensure that organization's
performance continually meets stakeholders' expectations.
Name three integration and collaborative elements that are necessary for
services to be truly effective: - CORRECT ANSWERS - Activities
- Practices
- Teams
Name the two inputs to the Service Value System: - CORRECT ANSWERS
- Opportunity
- Demand
, Name the outcome of the Service Value System - CORRECT ANSWERS
Value
List three difficulties that silos cause for an organization: - CORRECT
ANSWERS - Acting quickly to take advantage of opportunities
- Making effective decisions about change
- Increasing visibility and reducing hidden agendas
Which are NOT considered one of the three core types of service consumers? -
CORRECT ANSWERS - Providers
- Stakeholders
Which of these statements defines the guiding principle of the core service
value system component referred to as "Practices"? - CORRECT ANSWERS
They are sets of organizational resources designed for performing work
or accomplishing an objective.
The inputs to the service value system (SVS) will influence five key
components. Which two are core components of the service value system? -
CORRECT ANSWERS - Governance
- Practices
Which are key inputs to the service value system (SVS)? - CORRECT
ANSWERS - Opportunity
- Demand
What activity can occur when functions are designed to fulfill the needs of only
a specific team or department of an organization? - CORRECT ANSWERS
Silo
Study Guide QUESTIONS AND
CORRECT ANSWERS
Guiding Principles - CORRECT ANSWERS recommendations that can
guide an organization in all circumstances, regardless of changes in goals,
strategies, type of work, or management structure.
Governance - CORRECT ANSWERS is the means by which an
organization is directed and controlled.
Service Value Chain (SVC) - CORRECT ANSWERS is a set of
interconnected activities that an organization performs in order to deliver a
valuable product or service to its consumers and to facilitate value realization.
Practices - CORRECT ANSWERS sets of organizational resources
designed for performing work or accomplishing an objective.
Continual Improvement - CORRECT ANSWERS is a recurring
organizational activity performed at all levels to ensure that organization's
performance continually meets stakeholders' expectations.
Name three integration and collaborative elements that are necessary for
services to be truly effective: - CORRECT ANSWERS - Activities
- Practices
- Teams
Name the two inputs to the Service Value System: - CORRECT ANSWERS
- Opportunity
- Demand
, Name the outcome of the Service Value System - CORRECT ANSWERS
Value
List three difficulties that silos cause for an organization: - CORRECT
ANSWERS - Acting quickly to take advantage of opportunities
- Making effective decisions about change
- Increasing visibility and reducing hidden agendas
Which are NOT considered one of the three core types of service consumers? -
CORRECT ANSWERS - Providers
- Stakeholders
Which of these statements defines the guiding principle of the core service
value system component referred to as "Practices"? - CORRECT ANSWERS
They are sets of organizational resources designed for performing work
or accomplishing an objective.
The inputs to the service value system (SVS) will influence five key
components. Which two are core components of the service value system? -
CORRECT ANSWERS - Governance
- Practices
Which are key inputs to the service value system (SVS)? - CORRECT
ANSWERS - Opportunity
- Demand
What activity can occur when functions are designed to fulfill the needs of only
a specific team or department of an organization? - CORRECT ANSWERS
Silo
